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Recent Issue with Xfinity Home mobile apps.

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Official Employee

Recent Issue with Xfinity Home mobile apps.

We recently experienced an issue that was causing some users to experience difficulty signing into the Xfinity Home mobile apps.  We have implemented a change that should correct the issue.  Any XH customers who were having problems should retry logging into the mobile apps. If you are still experiencing an issue, we can look into your account specifically.




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New Poster

Re: Recent Issue with Xfinity Home mobile apps.

I still can't log into the home app. Says I must use the email that we originally registered under. I am doing that, but it still fails. Can log into the account and stream app no problem.
Official Employee

Re: Recent Issue with Xfinity Home mobile apps.

Skiclimb3287 -- 

 

Can you try signing in now & let me know if you're successful?

 

Thanks!

 

Rachel




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New Poster

Re: Recent Issue with Xfinity Home mobile apps.

Hi is this still an ongoing issue? I am trying to log into my mobile app and it is giving me the 43401 error as well. Any help would be appreciated.
Official Employee

Re: Recent Issue with Xfinity Home mobile apps.

Mdneumeyer -- 

 

I pulled up your account & do not believe the issue you are experiencing to be related.  I have private messaged you with more information.

 

Thanks!

 

Rachel




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Regular Visitor

Re: Recent Issue with Xfinity Home mobile apps.

The Home app worked for a short time after having security installed, but we haven't been able to log in for several weeks. I've made three trips to Comcast trying to get this resolved and still cannot log into the app.
Official Employee

Re: Recent Issue with Xfinity Home mobile apps.

kbockoven -- 

 

I pulled up your account and believe I see the source of the issue.  I'd like to confirm the email address you are using to sign in.  Can you please send me a private message with this information?  You can send a private message by clicking on "ComcastRachelH" and then "Private Message Me."

 

Thanks!

 

Rachel




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New Poster

Re: Recent Issue with Xfinity Home mobile apps.

Hi there.

Thanks for the speedy reply.  I logged out of my Xfinity Home app... even deleted it but it still asks for a "restart touchscreen".  I unplugged my touchscreen unit / repowered it.  I even reset my router.  I'm still having the same problem.  Can you help me out? 

Thanks!

 

New Poster

Re: Recent Issue with Xfinity Home mobile apps.

All good now! Thanks!
New Poster

Re: Recent Issue with Xfinity Home mobile apps.

Need account look up or troubleshoot Please. Asking for original email, which I'm already using to sign-in

Official Employee

Re: Recent Issue with Xfinity Home mobile apps.

msroper001 -- 

 

I pulled up your account & only see sign in issues in relation to the secondary email on your account.  When I look at the primary (or original) email address, I see successful sign in activity.  Please let me know if you are still experiencing this issue.


Thanks!

 

Rachel




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New Poster

Re: Recent Issue with Xfinity Home mobile apps.

I cannot log into my home app
Error code 43401. No one at xfinity customer service has been able to help
New Poster

Re: Recent Issue with Xfinity Home mobile apps.

I too am having problems signing into my XH app. I tried restarting my phone, hard resetting my phone and re downloading the App. I have also tried to reset my password but it keeps saying that I am logged in already and when I click continue it tells me I need to sign in using the email that I provided at time of installation. What can I do to make this work?
IMG_3736.PNG
Official Employee

Re: Recent Issue with Xfinity Home mobile apps.

Sherriebk -- 

 

I pulled up your account and will Private Message you with more information.  Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.

 

Thanks!

 

Rachel




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Official Employee

Re: Recent Issue with Xfinity Home mobile apps.

Brownfoxgal -- 

 

I pulled up your account and will Private Message you with more information.  Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.

 

Thanks!

 

Rachel




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New Poster

Re: Recent Issue with Xfinity Home mobile apps.

I am having the same issue.  IS there a fix for this?

New Poster

Re: Recent Issue with Xfinity Home mobile apps.

I'm having the same issue. This is incredibly frustrating. I'm considering switching to another provider. What good is the security if nothing works and I can't view the camera when I'm
away using the app.
New Poster

Re: Recent Issue with Xfinity Home mobile apps.

I am also receiving the 43401 error when trying to log into the Home app. Website tells me I am already logged in, but seems the app will not accept. Advice would be appreciated. Thanks!
New Poster

Re: Recent Issue with Xfinity Home mobile apps.

I still can't sign in on my account I keep getting the same error telling me to log in with the account it was set up with.
New Poster

Re: Recent Issue with Xfinity Home mobile apps.

I am still not able to log in after this newest update.
New Poster

Re: Recent Issue with Xfinity Home mobile apps.

You are not alone, last update has disabled my app

New Poster

Re: Recent Issue with Xfinity Home mobile apps.

I can’t log into my Home ap on my iPhone or iPad. I can log into the stream ap and my account ap just fine. What’s going on?
Service Expert

Re: Recent Issue with Xfinity Home mobile apps.


Kordax wrote:
I can’t log into my Home ap on my iPhone or iPad. I can log into the stream ap and my account ap just fine. What’s going on?

I had this issue earlier but I was able to reenter my credentials on all my devices and connected.




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Official Employee

Re: Recent Issue with Xfinity Home mobile apps.

Thanks for reaching out.  I apologize for the frustration this must have caused.  We experienced an issue last night that we believe may have caused this behavior.  We believe this to be resolved now.  Please reach out if you continue to experience issues signing in.

 

Thanks!

 

Rachel




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Official Employee

Re: Recent Issue with Xfinity Home mobile apps.

Cderian1125 -- 

 

Thanks for reaching out.  I updated something on my end that I believe should correct the issue.  I'd like to also confirm the email address you are using when trying to sign in.  I will private message you for this information.  Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.  

 

Thanks!  

Rachel




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Official Employee

Re: Recent Issue with Xfinity Home mobile apps.

dalemccollum -- 

 

Thanks for reaching out.  I see something on my end that may be causing a sign in issue.  I'd like to confirm the email address you are using when trying to sign in.  I will private message you for this information.  Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.  

 

Thanks!  

Rachel




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New Poster

Re: Recent Issue with Xfinity Home mobile apps.

I am still unable to log into my Xfinity app. It's giving me a error message stating to sign in with the email that you provided at the time Xfinity home was installed. I have done that several times already, but still getting the same error message. I have uninstalled and reinstalled the app, but still no changes. 

Service Expert

Re: Recent Issue with Xfinity Home mobile apps.

What device are you using?




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Official Employee

Re: Recent Issue with Xfinity Home mobile apps.

ase60626 --

 

I pulled up your account and will Private Message you with more information.  Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.  

 

Thanks!  

 

Rachel




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New Poster

Re: Recent Issue with Xfinity Home mobile apps.

I can’t log in to my mobile app. I’m using the correct password and email but it keeps saying it’s failed. Please fix.
Official Employee

Re: Recent Issue with Xfinity Home mobile apps.

CateWashington -- 

 

Thanks for reaching out.  We experienced a brief issue that we believe to be resolved at this point.  Based on the time you posted, it looks like that may have been the cause of the sign in trouble.  Can you try signing in again & let me know if you are successful.  I also pulled up your account & would like to Private Message you with more information.  Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.

 

Thanks!

 

Rachel




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New Poster

Re: Recent Issue with Xfinity Home mobile apps.

I am still having issues with app 43401 error
New Poster

Re: Recent Issue with Xfinity Home mobile apps.

I'm having this same issue.

Official Employee

Re: Recent Issue with Xfinity Home mobile apps.

Jberaun11 --

 

Thanks for reaching out. I pulled up your account to take a look, but I do not see Xfinity Home service listed on your account. The Xfinity Home Security app is only for active subscribers of this service.  Please let me know if you believe this to be in error.

 

Thanks!

 

Rachel




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Official Employee

Re: Recent Issue with Xfinity Home mobile apps.

WishIwasGolfing -- 

 

Thanks for reaching out.  I pulled up your account and see the issue you describe.  Only the primary email address (the email address used at the time of install) can be used to sign into Xfinity Home.  The login errors are happening when trying to sign in with an email address that is not the primary.

 

I can Private Message you with more information.  Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.

 

Thanks!  

 

Rachel




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New Poster

Re: Recent Issue with Xfinity Home mobile apps.

Same issue with mine and username is correct 

Official Employee

Re: Recent Issue with Xfinity Home mobile apps.

Calimiah17 -- 

 

I pulled up your account & believe the sign in errors may be due to a billing issue.  I will Private Message you with more information. Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.

 

Thanks!

 

Rachel




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